Introduction
For a seamless experience with Sensory Guru products, our devices, including PCs, Laptops, and Tablets, are pre-installed with the TeamViewer remote access client. This tool facilitates our Technical Support Team in diagnosing and rectifying any issues you might encounter.
Understanding TeamViewer on Your Device:
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Auto-Activation: TeamViewer activates automatically whenever the PC is turned on and deactivates upon shutdown.
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Remote Access Capability: Provided a few conditions are met, we can remotely access the device:
- The PC must be connected to the internet.
- Our access is permitted through your network firewall. (This sometimes can be a challenge with certain Local Authorities (LAs).)
- TeamViewer is installed and operational. (Note: Some LAs' IT teams have historically removed this software.)
- The device needs to be powered on and functional.
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Solving Issues: A considerable number of issues faced by our users can be resolved by consulting our support articles or by allowing a Sensory Guru Technical Support Agent to remotely access the PC.
Download the Sensory Guru Teamviewer Client
Customer Responsibilities:
It's essential to remember that customers are responsible for ensuring that Sensory Guru has the necessary access for remote troubleshooting. There have been instances where LAs denied remote access due to misunderstandings about our support method.
If remote access is unattainable, we remain committed to assisting you via a video call. However, it might be a more extended process compared to direct remote access.
Video Support Over Call:
While we're capable of offering telephone support, we highly recommend video calls as they grant us visual insight into the problem you're encountering.
We're versatile in terms of platforms:
- Google Meet (Preferred)
- Teams
- Zoom
- FaceTime
- Skype
In essence, the objective is to ensure we can provide prompt, efficient support regardless of any technical or administrative obstacles.
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